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The Grand At Moon Palace

Carretera Federal 307 Km 340 Cancun-Chetumal, Cancun 77504 Mexico
COVID-19 update: See the added health and safety measures this property is taking.Read more
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Traveler (8408)
Dining (1602)
Pool & Beach (1180)
Travel safe during COVID-19
Visit our Travel Safe hub to see how we're helping you make more informed travel decisions during COVID-19.
What you can expect during your stay
  • All linens sanitized in high-temperature wash
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitizer available to guests & staff
  • Paid stay-at-home policy for staff with symptoms
  • Regularly sanitized high-traffic areas
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Updated 07/17/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from The Grand At Moon Palace
Updated 07/17/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.


#3 of 260 hotels in Cancun
Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 1,000 accommodations offering double whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities, aromatherapy and pillow menus, and complimentary calls to Continental US, Canada, and landlines in Mexico. Over-the-top amenities are included for everyone, including the state-of-the-art Playroom, complete with bumper cars; a huge variety of upscale dining options and bars, not to mention world-class entertainment and nightlife. With the added indulgences of an Awe Spa® for hard-core pampering, an incredible Bowling Alley, and the Jack Nicklaus Signature Golf Course within nearby reach, The Grand at Moon Palace Cancun has endless options for wholehearted enjoyment, and much more.
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Full view
Property amenities
Free parking
Free High Speed Internet (WiFi)
Fitness Center with Gym / Workout Room
Free breakfast
Bicycle rental
Valet parking
Hot tub
Lazy river
Pool / beach towels
Infinity pool
Adult pool
Outdoor pool
Heated pool
Private pool
Fitness / spa locker rooms
Fitness classes
Bar / lounge
Breakfast available
Breakfast buffet
Snack bar
Swimup bar
Poolside bar
Golf course
Tennis court
Water park
Bicycle tours
Entertainment staff
Evening entertainment
Table tennis
Nightclub / DJ
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Free airport transportation
Airport transportation
Shuttle bus service
Car hire
Business Center with Internet Access
Conference facilities
Banquet room
Meeting rooms
Couples massage
Facial treatments
Full body massage
Head massage
Steam room
Rooftop terrace
24-hour security
Baggage storage
Currency exchange
Gift shop
Non-smoking hotel
Sun umbrellas
ATM on site
Butler service
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Allergy-free room
Air conditioning
Additional bathroom
Private balcony
Flatscreen TV
Room service
VIP room facilities
Laptop safe
Wake-up service / alarm clock
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Room types
Ocean view
Non-smoking rooms
Family rooms
Good to know
Languages Spoken
10747Reviews1904Q+A100Room tips
Traveler rating
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Popular mentions
John wrote a review Yesterday
14 contributions3 helpful votes
The good part is the food. Tons of restaurants with very good quality food for an all inclusive. There’s also activities for all ages and grounds are massive. It’s overall a very nice resort, but I definitely do not consider it 5-star compared to other Mexican resorts we’ve stayed at. Bottom line…if you want hustle and bustle with endless activity this is for you, if you want to relax and feel catered to it’s most definitely not. Transportation was a bit of a mess… almost impossible to locate upon arrival at the airport, located all the way back outside by buses. The return trip was via a large coach bus which was in bad shape with several broken seats however we were sardined into the broken seats…this was like 1-star service and they just cram you into set times so we were at airport 4 hours early when we could have had lunch at the hotel. Upon arrival as soon as we checked in at the resort we were ushered away and given the time share like sales pitch, at first we didn’t realize it as they are dressed the same as front desk personnel so we wasted the first hour or so of our trip. We then headed to the buffet and after to our room to get in swim attire…however no bags still after about 2.5 hours post check-in. Room was on par with other resorts we’ve stayed at except there’s no nice view. We stayed in Grand swim up room, and it backed up to the wall of another building/ pool area and was basically just a canal style pool…definitely the least nice we’ve experienced on any of our 10+ past trips to MX… they could at least add nice landscaping for guests to look at! Resort needs better upkeep and maintenance on pools, including being cleaned regularly as we often saw tons of trans and empty glasses, beers cabs, etc next morning around 9am. Staff is trying and very friendly but they just need more staff for a resort this size and better attention to detail to meet anywhere close to 5-star service. The ambiance was chaotic and felt more like being at a young kids theme park or water park than a luxury resort. We’ve also always had the experience of surprises in the room for our kids at other resorts but there was nothing here…no kids robes/slippers, no complimentary beach toys, balloon animals, etc. None of the restaurants had nice beach views etc either, although interior decor and themes were nice. Housekeeping was ok, again nothing special and didn’t replace our used robes. We also requested the aromatherapy and extra pillows through the app, but nothing ever came. We left feeling the resort is much more focused on activities and amenities rather than service oriented as it’s not consistent and can vary depending on the pool area, restaurant and day to day at reception areas. Luis at Casa Mía, Elia at Jade, and Gerardo at Habibi were wonderful however. Fernanda with concierge blindly assisted us ahead of time with a JC Steakhouse reservation, it was very good but there are plenty of options just as nice or better. Casa Mía was our personal favorite overall, the shrimp dish was to die for. The Cuscos breakfast buffet was the best, skip lobby area breakfast options. Food was impressive for adults, however snacks and meals for kids were limited, including room service and in-room snacks which was very bare, room service didn’t have simple pasta, nuggets, etc. and there’s no option to take to-go from the buffets. If you want any chips other than the tiny plain bag of sabritos inside room, you have to purchase them in their stores. Kids club ladies were very nice and the amenities there are impressive for a resort kids club. However checking in the kids can be time consuming and ladies in Grand kids club do seem a bit overwhelmed with the high number of kids they have to deal with since most guests here are families with children. We recommend trying the Sunrise kids club also to change it up as after the first two days at the grand kids club our 7-year old did not want to go back. One suggestion, if you book the anniversary or honeymoon package, be sure to ask at check in and save your confirmation of it as proof… we had to ask 4 different people on separate occasions and were passed around before someone could assist, and then told we would receive a call. We ended up not getting a call, zero message left, etc., and had to follow up yet again with them to set the “romantic dinner” up on our last night of our trip with the only option being at 8pm which was not very convenient at all. We had to leave early due to kids club closing before the dinner ended. Also promised fruit basket and complimentary t-shirts as part of this package…never got these.
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Date of stay: June 2021Trip type: Traveled with family
TMarroquin wrote a review Yesterday
1 contribution
Thank you to Elba and Susana at check in who made our trip and accommodations extra special!! The rooms were amazing and the property is unbelievable. A real treat for our kids who had never been to an all inclusive.
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Date of stay: June 2021
Response from social media Palace Resorts, Propietario at The Grand At Moon Palace
Responded yesterday
Dear TMarroquin; It is great to read your positive review, we thank for taking the time to share it with us, we are pleased that you enjoyed our facilities and services. We appreciate the recognition to the exceptional service from Elba and Susana as this is what we aim for, to always create unique and extraordinary vacation experiences for our guests. Thank you for your recommendation and we look forward to welcoming you back soon. Best Regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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fvillota1222 wrote a review Jun 23
296 contributions44 helpful votes
The name fits this place.. first of all the staff have been wonderful from the very start. Henry David that works at the front desk is an amazing person he was very friendly courteous and patient. He made our checkin and first experience at the resort a great one and very smooth. I tried to go back a couple of times to give him a tip but I didn’t get to see him. This place is huge!!! We had no issues with towels room service or the staff. There were some issues with the room itself but they were very minor things. Highly recommend to try their restaurants and waterpark. They put on shows at night for entertainment and they don’t disappoint. Highly recommend this place.
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Date of stay: June 2021Trip type: Traveled with family
Room Tip: Tip if or when able. Try their restaurants good food. Don’t be scared to ask staff is very...
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Response from social media Palace Resorts, Propietario at The Grand At Moon Palace
Responded yesterday
Dear fvillota1222; It has been a pleasure to have you with us and pamper you with the service that The Grand at Moon Palace is known to provide. We are glad to know that you were able to fully enjoy the entire facilities, the all-inclusive offerings and all in all the excellent attention and service provided by our amazing staff! Thank you for your recommendation and we look forward to welcoming you back soon. Best Regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Jason A wrote a review Jun 23
1 contribution
Great food. Every restaurant was delicious and staff was great almost everywhere. I asked for coffee at arcade and tapas bar and they went and brought it for me even though they did not carry it there which was very nice. Room is average however shower door and water temperature had issues. Pool swim-up room is not what we expected since there was zero view as it backs into a wall and very little privacy from room next door. Expect to be hard sold on doing their timeshare presentation right at check in and up until check out. Our check in process was not as long as other reviews I have seen, however you certainly feel like a number instead of the warm welcome at other hotels in the area where employees will get to know you and your kids so seems a bit more of a hotel that targets high volume of guests to enjoy their nice restaurants and amenities rather than a personable experience. However I have to point out that Luis at Casa Mia was awesome! He made our experience the best of all during our visit. JC steakhouse waiter was nice but unfortunately forgot our two sides that we ordered which was a bit disappointing as we heard this place had the best food. He did apologize and offered to have them made but unfortunately we had already sat there for quite some time at that point and decided to go enjoy other amenities at that point. Our favorite place was Cuscos breakfast since Mexican food there was amazing. Overall, it is a very nice hotel with plenty to do and great service. However a bit to big and overwhelming for our taste especially with a 5 and 7 year old. But we might enjoy it more as our kids get older and can go on their own to enjoy all the amenities. Fyi, do not go here if your goal is to be near a beach since water is probably the brownest I have seen and the seaweed smell is horrible. However the Coco bar at beach is a must!
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Date of stay: June 2021Trip type: Traveled with family
Departure742601 wrote a review Jun 23
Kirkland, Washington28 contributions
We were there in 2019 for Christmas and it was perfect. But now it was more crowded than that time even though the state is telling people to keep it at 60% capacity. Because it was packed, the wait list for restaurants was more than an hour. For the restaurants you needed reservations, you might get one at a very late hour in the day (after 9:00pm), but most of the time there were no reservations. No kidding, I avoid cruises because of problems like that and lo and behold it felt like I was on a cruise with people everywhere. There is one coffee shop in the lobby and if you want coffee, good luck with that. 15 minutes during off-peak hours, 30 minutes for peak hours. If Starbucks were allowed in the campus, there would be at least 4 there. You want towels? It's easier to get them from the pools since they don't always replenish them in the room. You might have to call room service for toilet paper as well.
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Date of stay: June 2021
Room Tip: Rooms near the lobby have better service.
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$450 - $861 (Based on Average Rates for a Standard Room)
MexicoYucatan PeninsulaQuintana RooCancun
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Frequently Asked Questions about The Grand At Moon Palace
Which popular attractions are close to The Grand At Moon Palace?
Nearby attractions include Xoximilco Cancun by Xcaret (2.1 miles), Wet'n Wild Cancun (3.4 miles), and Ventura Park (3.3 miles).
What are some of the property amenities at The Grand At Moon Palace?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at The Grand At Moon Palace?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at The Grand At Moon Palace?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at The Grand At Moon Palace?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to The Grand At Moon Palace?
Conveniently located restaurants include Los Caporales, Manglar Buffet Restautant, and Bugambilias.
Are there opportunities to exercise at The Grand At Moon Palace?
Yes, guests have access to a pool, a fitness center, and a sauna during their stay.
Does The Grand At Moon Palace have an airport shuttle?
Yes, The Grand At Moon Palace offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at The Grand At Moon Palace?
Yes, dry cleaning and laundry service are offered to guests.
Does The Grand At Moon Palace offer any business services?
Yes, it conveniently offers a business center, meeting rooms, and a banquet room.
Are there any historical sites close to The Grand At Moon Palace?
Many travelers enjoy visiting Zona Arqueologica El Rey (7.5 miles).